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Analyst, Technical Support - RSA

Cairo, Egypt

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Job ID R53560 Date posted Apr. 23, 2019

Principal responsibilities and Duties

 Acts as a remote customer advocate to champion specific customer needs in collaboration with field team
 Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution
 Participating in and leads conference calls with customers Knows their audience and articulate accordingly
 Participates in eServices content creation (self-service) and maintenance such as Knowledge-base content, Support forums, etc.; regularly submits content to the knowledge database
 Validates technical information and issues early warning and disseminates information as needed
 Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues
 Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
 As a 24x7x365 organization, shift work, holidays, weekends and on-call responsibilities may be required
 Works toward becoming subject matter expert in a particular area or areas
 Applies systems analysis techniques and procedures to determine hardware or software systems functionality

Required Skills:

 You have an Associates or Bachelor’s Degree in a technical discipline and up to 2 years of relevant work experience. 
 Excellent customer communication and handling skills
 Excellent interpersonal skills
 Excellent problem solving & logical thinking
 Ability to work under pressure
 Self-motivated and self-learner
 Ability to work on rotational shift basis

 Excellent command of English.
 Flexibility in working US Shift from 4:00 pm till 12:00 is a must.

One or more of the below Technical Skills is a huge plus:

 Basic knowledge of security fundamentals.

 You possess a basic, working knowledge of Unix and Windows operating systems.
 Basic knowledge of network protocols and web-based applications (Hands on Experience is preferable).
 As for Databases, you would have a high level understanding of relational and hierarchical, design, file system organization and indexing.

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